Customer Journey Intern

MSC Cruises; Genf; On-site; CHF 19,000 - 23,000; Full time

Job summary

MSC Cruises is seeking a motivated intern to support design, understanding, and continuous improvement of the end-to-end Customer Journey. You will map journeys, document standards, and translate guest feedback into actionable recommendations across pre-cruise, embarkation, onboard, and post-cruise touchpoints.

You will collaborate with the Customer Journey department and cross-functional teams to identify opportunities, maintain trackers, and contribute to benchmarking activities and guest

Qualifications

• Degree or currently enrolled in a relevant field.
• Strong customer-centric and analytical mindset.
• Ability to organize information and translate feedback into insights.
• Excellent project coordination and stakeholder collaboration.
• Fluent in English; other languages beneficial.
• Interest in hospitality and luxury travel.

Responsibilities

• Collaborate with stakeholders to ensure consistency across the guest journey.
• Maintain action trackers and monitor progress of improvement initiatives.
• Prepare presentations, summaries, and documentation for Customer Journey initiatives.
• Analyze guest feedback and conduct benchmarking against competitors.
• Support end-to-end mapping of guest journeys across travel touchpoints.

Skills

Customer-centric

Analytical mindset

Attention to detail

Problem solving

Project coordination

Collaboration

PowerPoint

Excel

English fluency

Education

Degree in Business/Hospitality/Analytics

Tools

PowerPoint

Excel

Job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

Join MSC Cruises for an internship supporting the design, understanding, and continuous improvement of the end-to-end Customer Journey. The role combines customer journey mapping, service standards, guest insights, and project coordination across pre-cruise, embarkation, onboard, disembarkation, post-cruise, and Customer Care touchpoints.

You will work closely with the Customer Journey department and cross-functional stakeholders to identify improvement opportunities, document journeys and standards, support ongoing initiatives, and translate guest feedback into structured recommendations and follow-up actions.

Your Impact

• Collaborate with internal stakeholders to ensure consistency across the guest journey.
• Maintain action trackers and monitor the progress of Customer Journey improvement initiatives.
• Support cross-functional projects aimed at improving the guest experience.
• Prepare presentations, summaries, and documentation for Customer Journey initiatives.
• Contribute to benchmarking activities, including guest feedback, mystery shopping, and competitive reviews.
• Support guest experience analyses to identify pain points and improvement opportunities.
• Assist in the development, review, and maintenance of Customer Journey standards.
• Support the mapping and review of end-to-end guest journeys across all travel touchpoints.

Your Journey so far

• Degree, or currently enrolled, in Business, Hospitality, Customer Experience, Marketing, Data Analytics, or a related field.
• Strong customer-centric and analytical mindset, with excellent attention to detail and structured problem-solving skills.
• Ability to organise information clearly and translate feedback into concise insights, journey documentation, and actionable outputs.
• Good project coordination, communication, and stakeholder collaboration skills.
• Advanced Microsoft Office skills, particularly PowerPoint and Excel.
• Fluent in English; additional languages are an advantage.
• Basic understanding of customer journey mapping, service design, guest satisfaction metrics, and NPS.
• Interest in hospitality, luxury travel, guest experience, service improvement, and cross-functional transformation.
• Familiarity with survey analysis, open-comment analysis, benchmarking, or service standards.
• Previous internship or project experience in customer experience, hospitality, consulting, research, or project management is an advantage.

Your Essentials

• Hands-on experience across journey mapping, service standards, guest insights, and Customer Journey improvement projects.
• Exposure to the full guest lifecycle and collaboration with a broad range of corporate, operational, and onboard stakeholders.
• Opportunity to contribute to tangible improvements in a global, dynamic, and guest-focused environment.
• Valid Internship Agreement

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.